Reliability Operations Engineer
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Job Description
Managing operational reliability of robotics and cloud systems at Serve Robotics. Handling Tier 2 escalations while collaborating with product engineering and SREs.
Responsibilities:
- Lead incident investigations during your region’s daytime hours, providing timely updates, escalating appropriately, and supporting senior engineers leading the response.
- Respond to escalations from Tier 1 support using established runbooks, metrics, logs, and diagnostics to remediate issues or escalate to Tier 3 when needed.
- Update runbooks and operational documentation based on new issues, discoveries, and feedback, ensuring clarity and consistency across all procedures.
- Run existing automations and collaborate with senior team members to enhance tooling and scripts that streamline troubleshooting and remediation tasks.
- Use observability tools such as Grafana/Prometheus, GCP Monitoring, and OpenTelemetry to interpret metrics, logs, and traces, helping identify anomalies and validate system performance.
- Provide concise, accurate updates during incidents, ensuring information reaches the correct engineering and SRE contacts and supporting structured incident coordination.
- Participate in discussions around root causes, share operational insights, and contribute to process improvements that enhance system stability and supportability.
- Participate in a shared weekend on-call rotation to help maintain operational coverage for production systems, responding to incidents and escalations as needed and coordinating with engineering teams when issues arise.
- Proactively strengthen workflows, adopt best practices, and build the foundation of the Reliability Operations function as it evolves.
Requirements:
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent hands-on experience.
- 2–4 years of experience in Reliability Operations, Site Reliability Engineering, DevOps, IT Operations, or a related technical support function.
- Experience participating in Tier 1 or Tier 2 investigations, including log review, basic triage, and structured escalation.
- Exposure to operational environments supporting distributed or cloud-based systems.
- Participation in incident response workflows and/or on-call rotations.
- Proficiency with Linux, including navigating systems, reviewing logs, and performing basic diagnostics.
- Experience using and contributing to runbooks and operational workflows.
- Ability to interpret metrics, logs, and traces using tools such as Grafana/Prometheus, Google Cloud Monitoring, and OpenTelemetry.
- Familiarity with cloud platforms, preferably Google Cloud Platform (GCP).
- Ability to follow documented remediation steps, with good judgment around when to escalate.
- Understanding of CI/CD pipelines and how application deployments affect runtime behavior.
- Experience using Jira or similar ticketing systems.
- Clear and effective communicator, especially when providing updates during time-sensitive operational issues.
- Calm, organized approach to troubleshooting and prioritization.
- Collaborative mindset, working effectively with senior operations engineers, product teams, and SREs.
- Strong sense of ownership and accountability for operational responsibilities.
Benefits:
- Offers Equity
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